Other Details

Work Mode – 5 days’ Work from office

Shift Timings – 3:00 PM to 12:00 AM IST

Mandate Skills

- Should have extensive experience in workforce management, specifically scheduling (should be in current role)
- Experience in Verint
- Excellent communication skills (please do not process any candidate with average communication/ MTI)

RESPONSIBILITIES:

 Develop, maintain, and optimize weekly, monthly, and intraday schedules within Verint Workforce

Management (WFM) based on forecasted workload, staffing plans, and business requirements.

 Manage schedule modifications to address changing operational demands, volume fluctuations,

employee availability, and business priorities.

 Lead stakeholder discussions and present workforce insights, staffing risks, scheduling recommendations, and performance trends, influencing decision-making and driving agreement on actions required to address capacity challenges and operational priorities.

 Configure and maintain shift patterns, break schedules, meetings, training sessions, coaching activities, and paid time-off allocations within the WFM system.

 Perform workload distribution and queue management activities to maximize service levels,

operational efficiency, and workforce productivity.

 Monitor schedule adherence, staffing utilization, and schedule effectiveness, proactively identifying opportunities for improvement.

 Analyze staffing coverage and identify resource gaps, recommending and implementing corrective actions such as overtime, schedule adjustments, shift swaps, or resource reallocation.





 Partner with Real-Time Management teams to support intraday operations and ensure optimal workforce deployment.

 Collaborate with Operations Leaders to identify staffing risks, assess business impacts, and develop mitigation strategies.

 Own scheduling performance reporting and KPI governance, analyzing trends in schedule adherence, occupancy, shrinkage, utilization, and service levels, and leading corrective action plans to address performance gaps.

 Coordinate and schedule business activities, including meetings, training programs, coaching sessions, and operational initiatives, while balancing service delivery requirements.

 Ensure workforce activities are scheduled efficiently to minimize operational disruption and maintain customer service performance.

 Maintain accurate employee schedule records within Verint and related workforce management systems, ensuring data integrity and compliance with organizational policies.

 Work closely with Workforce Planning, Operations Management, Team Leaders, Human

Resources, and other stakeholders to support workforce management objectives.

 Communicate schedule updates, staffing impacts, and workforce-related changes to leadership and affected teams in a timely and effective manner.

Competencies

 Manage relationships with business operations,



finance and Manage workload assignments across environment achieving optimal performance

 Strong ability to multi-task in a quick pace operational environment

 Ability to effectively communicate, both verbally and in writing with various stakeholders & across levels.

 Proactively identify and initiate change to address performance and process issues.

 Strong ability to multi-task in a fast pace operational environment

 Proactively identify and initiate change to address performance and process issues.

QUALIFICATIONS

 Bachelor’s degree in business administration, Finance, Operations Management, or a related field required.

 Minimum 4+ years of workforce management experience, including scheduling, forecasting, and capacity planning.

 Proven hands-on experience with Verint Workforce Management (WFM), including schedule administration, intraday management, adherence monitoring, and workforce optimization.

 Strong knowledge of workforce management principles, staffing models, scheduling methodologies, and service level management.

 Experience administering workforce management and contact center technologies, including Verint

WFM, Avaya, CUIC, Cisco, or similar telephony platforms.

 Advanced proficiency in Microsoft Office applications, particularly:

o Microsoft Excel (advanced formulas, pivot tables, reporting, and macros)

 Comprehensive understanding of workforce management functions, including forecasting,

scheduling, real-time management, adherence tracking, and reporting

📌 Operations Lead Analyst (Scheduling) (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru